Reference Number MMH250217-3
Job Title Client Liaison Officer
Position Type Permanent
Role Family Client Services
Cluster Momentum Health
Remote Opportunity None of the time
Location - Country South Africa
Location - Province North West
Location - Town / City Rustenburg
Introduction
Momentum Health (MH), an entity of Momentum Group delivers sustainable, integrated health and wellness solutions that meet the needs of clients in the different segments and maximize lifetime client value. We build and maintain a culture of innovation and create value through unique insights of how to achieve specific outcomes by using a defined set of health capabilities.
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
To build and maintain strong relationships with clients and stakeholders, deliver on service level agreements, and make recommendations to improve client service.
Requirements
- Matric (grade 12) Certificate - (Essential).
- Diploma in Marketing/Business Administration and or relevant equivalent qualification - (Desirable).
- RE5 Certification (FSCA - Financial Sector Conduct Authority) - (Desirable).
- 2 3 years experience in Client Services environment - (Essential)
- Exposure to the Medical Scheme administration industry - (Desirable).
- Experience of working with trade unions.
- Exposure to the medical scheme industry - (Essential).
- Must be willing to travel frequently and far distances in own vehicle.
- Must be able to communicate fluently in both English and either Zulu, Setswana or Sesotho.
- Must be based in Rustenburg.
PROCESS
- Facilitate resolution of client queries within required service level agreements.
- Assist clients with onboarding and updates on their membership and ensure that changes are sent to the relevant team for processing timeously.
- Serve as a liaison between members, unions, payroll, billings and membership.
- Liaise with service providers regarding account queries when required and provide feedback where gaps are identified.
- Ensure that weekly, monthly and ad-hoc reports are compiled and provided timeously.
- Conduct presentations at various meetings to provide education on benefits, internal processes and scheme rules.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
- Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
- Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
- Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
- Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
- Positively influence and manage change and offer specialist support where required.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
- Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
- Take ownership for driving career development.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Implement and provide input into governance processes, systems and legislation within area of specialisation.
- Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes
- Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.
- Examining Information
- Articulating Information
- Following Procedures
- Interacting with People
- Conveying Self-confidence
- Taking Action
- Establishing Rapport
- Meeting Timescales
